IT STATEWIDE SYSTEMS TECHNICIAN 1-4 (EUC NJ)

Nunez Community College; Baton Rouge (LA); On-site; USD 45,000 - 75,000; Full time

Job summary

Nunez Community College in Baton Rouge, LA seeks an IT professional for the End User Computing section. This role provides basic and advanced technical support to over 30,000 users across 720+ locations and reports to the IT Statewide Systems Engineer.

The incumbent delivers frontline and remote support, handles incidents via phone, chat, email, and ticketing, and participates in on-call rotations. A strong IT background and ongoing professional development are essential for success.

Qualifications

• Four years of experience in information technology.
• Six years of full-time work experience in any field plus two years of information technology experience.
• An associate’s degree in information technology plus two years of information technology experience.
• A bachelor’s degree plus two years of information technology experience.
• A bachelor’s degree with 24 semester hours in information technology, computer science, engineering, mathematics, or business analytics plus one year of information technology experience.
• A master’s degree plus one year of information technology experience.

Responsibilities

• May act as the first point of contact to provide end user support through information updates and service requests.
• Provides advanced remote end user hardware, software, and application support for devices statewide.
• Completes continuing education and skills growth training to expand technical knowledge related to end user support tasks.
• Performs other tasks, special projects, analyses, and plans as directed.

Education

Bachelor’s degree in information technology

Bachelor’s degree with 24 semester hours in information technology, computer science, engineering, mathematics, or business analytics

Associate’s degree in information technology

Master’s degree in information technology

Job description

The Division of Administration/Office of Technology Services has a vacancy. This position is located in the End User Computing section. Req. 225690

The Office of Technology Services aims to be a responsible partner in delivering innovative, effective, and reliable solutions that support and enhance the IT functions within Executive Branch Departments. The office of Technology Services will work to increase the return on the State’s investment in technology by promoting smart decision-making, solving problems intelligently, increasing the rate of project success, and fostering a skilled and professional staff.

Incumbent reports to the IT Statewide Systems Engineer in the Incident and Operations Management section in End User Computing. EUC is the first point of contact for all statewide IT incidents, issues, and requests from more than 30,000 users and devices in 720+ locations. EUC services are divided into 4 core areas of concentration including Incident and Operations Management, Field Operations, Advanced Remote Support, and End User Technology. Incumbent in this advanced technical support position is responsible for providing basic and advanced level technical support responding to customer requests and resolving problems that are reported via the phone, chat, email, and the service management ticketing system.

The Division of Administration is the state government’s management arm and the hub of its financial operations. Division offices perform a wide variety of activities including the following:

• Overseeing the state’s capital construction program
• Working to provide state and federal grants for community development
• Development of the state budget
• Providing technology services
• Giving agencies guidance in the state purchasing and contracting process as they seek goods and services
• Administering a program that provides federal funds to help Louisiana residents recover from a series of devastating hurricanes

Experience and Education

• Four years of experience in information technology; OR
• Six years of full-time work experience in any field plus two years of experience in information technology; OR
• An associate's degree in information technology plus two years of experience in information technology; OR
• A bachelor’s degree plus two years of experience in information technology; OR
• A bachelor’s degree with twenty-four semester hours in an information technology, computer science, engineering, mathematics, or business analytics field plus one year of experience in information technology; OR
• A master’s degree plus one year of experience in information technology.

Experience Substitution

Every 30 semester hours earned from an accredited college or university will be credited as one year of experience towards the six years of full-time work experience in any field. The maximum substitution allowed is 120 semester hours which substitutes for a maximum of four years of experience in any field.

NOTE

A certification in an approved area may be substituted for the education and/or experience requirements at the time of hire or promotion, provided the appointment is made from a Certificate of Eligibles.

Job Duties

• May act as the first point of contact to provide end user support through information updates, creation and tracking of service requests, performing hardware and software basic and advanced level troubleshooting tasks. Follows documented procedures to perform hardware and software troubleshooting steps. Performs user and system account management tasks such as resetting passwords and updating user information. Provides answers to user questions about usage of standard software packages. Assists in the installation, maintenance, and configuration of standard software and applications. May function as a liaison with other OTS verticals.

• Provides advanced remote end user hardware, software, and application support for devices including desktops, laptops, tablets, printers, etc. and associated peripherals in customer offices statewide including state offices, prisons, mental health and highly complex locations (such as DPS, OMV, DOA, Dept of Revenue, Governor’s Office). Work may consists of break/fix, configuration, installation, repair, or decommissioning tasks and more. Performs escalation of incidents and request to higher level technical staff for resolution. Interacts with other technical support staff to perform device, software and application troubleshooting for resolution of issues and problems as needed.

• Completes continuing education and skills growth training to expand technical, software, and troubleshooting knowledge related to end user support tasks. Assists in providing information to be included in technical procedures, operational run books, knowledgebase content and user guides. Participates in meetings with supervisors, technical, and program office staff. May participate in scheduled on-call rotation to provide afterhours support.

• Performs all other tasks, special projects, analysis, studies, and plans as directed.

Position-Specific Details

Appointment Type: This vacancy will be filled by new hire or by promotion of a current permanent status classified employee.

Career Progressions: This vacancy participates in a career progression group and may be filled from this recruitment as an IT Statewide Systems Technician 1, 2, 3 or 4.

Louisiana is a “State as a Model Employer” for People with Disabilities.

No Civil Service test score is required in order to be considered for this vacancy.

Resumes WILL NOT be accepted in lieu of completed education and experience sections on your application. Applications may be rejected if incomplete.

Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position. A criminal history check may be conducted on employees changing positions including promotions, demotions, details, reassignments and transfers. Also, prospective employees may be subject to pre-employment drug testing. New hires will be subject to employment eligibility verification via the federal government's E-verify system.

* Information to support your eligibility for this job title must be included in the application (i.e., relevant, detailed experience/education).

Danielle Martin

HR Analyst

Division of Administration/Office of Human Resources

Email: [e-mail]